Quality Resort Parkhurst — Hotel in Parkhurst

I do not recommend this place for parents of young children unless you want to leave feeling judged.

On our arrival, our door was beeping constantly. The owner attended our request for help. It could not be fixed straight away. He asked if we were okay to have it stay beeping all night and have it fixed the following day. We were hoping it could be fixed, but didn't want to be rude so we agreed that it could wait and we would be okay putting up with it beeping through the night. The next day while we were out, they came to fix it by changing the batteries, but we returned back to find it was still intermittently beeping. When we called to let them know, the owner insisted that he had been there when it was changed and it wasn't beeping when he left. We weren't making it up and didn't really appreciate him questioning us. A locksmith was called out who acknowledged our issue and replaced it for us. Ordinarily, I wouldn't have mentioned this, but I feel as though the owner found us troublesome (due to no fault of our own).

We ate at the on-site restaurant that night, an outdoor/indoor casual arrangement right next to the pool.There were 3 other tables occupied when we arrived at 5.30pm. My toddler got up and ran to the pool fence (away from the restaurant and away from everyone else) twice, so my husband asked for a highchair to contain her. Our toddler was not impressed at us trying to put her in a high chair and was quite vocal about it. We had been at the pool an hour earlier so I guess it looked pretty fun to go back there. She was protesting loudly, something any mother of a toddler can understand is highly stressful at the best of times. We had been there only 5-7 mins max and the owner - a man around his 60s - approached us telling us "I'm going to have to ask you to restrain your child" (verbatim), in a way that could only mean we weren't welcome there. This obviously wasn't the child friendly place we thought it might be (though we were staying in the "resort" and the "restaurant" is by a pool with people still swimming there).

A lovely man at the table behind us was wonderful and responded in our defence that he wasn't bothered and there wasn't anyone else near us. Would this really warrant such a terse and to be frank, rude, response from the owner?

Whilst I acknowledge that my child wasn't at her best, we had not even yet been settled or had a chance to have our children happily occupied with other activities. If we couldn't have settled our toddler, obviously we would not have stayed because that isn't enjoyable for anyone.

To add insult to injury, just as the owner had approached us to tell us off, our drinks had been placed on the table by the waiter. Luckily, my sister and brother-in-law had ordered soft drinks which had been delivered in cans and my husband had not even had a chance to order his drink yet, so it was just my drink that I wondered what to do with as we packed up to leave immediately. "You ordered that, you have to pay for it" was the response I received. At this point, I was humiliated at our treatment and gobsmacked at the situation of a family owned restaurant being this unfriendly and having such little compassion - not to mention an unbelievable lack of customer service skills. Having a staff member approach and say "Can I help you with anything?' or "Do you want some colouring pencils?" or "Can I order your children's meals straight away?" might have gone a long way to a far better handling of the situation which escalated quickly due to the judgemental and terse nature of their of their approach.

Lastly, on our last full day there, we were in our room while our toddler napped. The owner walked into our room without knocking!! He apologised and said he didn't know we were there. Isn't the golden rule when you work in a hotel to ALWAYS knock?? I certainly think the owner needs to brush up on his hospitality skills. DO...

I booked a night in a non-refundable room with this hotel and announced a late check-in announcement (9-10pm). The hotel's reception closes at 8:00pm. The hotel did not confirm my late check-in on booking.com and I guess that is a defect in booking.com and the hotel exploited it.

Here is how and why.

While driving up to Rockhampton, they called twice leaving two voice mails asking me to call back to "arrange the room keys". When I called back, it was 9:30pm (still on the road) someone answered saying that they don't have any keys arranged.

I arrived and there was no one there, so I had to sleep in the car. When I called the next day, a lady said a key should have been arranged as they always do for their late check-in customers and that they will process a refund, but the manager was not there to do it. I called the next day, but this time the "rude" guy answered.

In "rude guy's" opinion, I was not planned and organised enough as I should plan my trip to check-in before 8:00pm. Also apparently it was offensive to him that I didn't pick up the phone when he called while I was driving. He kept dodging the refund. I would guess he was the one who left me the voice mails and that he knows that it is his fault.

Since I didn't cancel the booking, it is a non-refundable night, and there is a big chance that I will show up (especially that I announced a late check-in) there is the $177.62 question:

Why didn't they leave the room key as per their usual procedure and give me the instructions on how to get it in the voice mails they left me? Or in a SMS message? Or an email message? Why stalling by asking me to call back, making it my fault if I don't call back before 8:00?

Why would booking.com allow the hotel to keep the money even if the hotel didn't confirm the late check-in? I announced my late check-in. If the hotel cannot accommodate late check ins, they should not keep the money. Or maybe the system itself should not allow me to continue the booking in the first place as my late check-in is after reception's last working hour.

The hotel failed to comply. It is in the hotel's interest not to confirm the late check-in if the booking is non-refundable. booking.com can let them get away with it! It is very clear! This is a defect in booking.com process, and the hotel knew how to exploit it.

During this high season, I would guess that the room might have been sold to another customer making double...

I stayed at Kortes Resort with a co worker for one night (unfortunately not longer!) The rooms were absolutely speckles clean and the amenities in the rooms were awesome with a little coffee pod machine, a huge TV, microwave and so on. Just everything you need! There was a small private back porch with dividers and beautiful plants that gave you all the privacy you could wish for. Their stunning pool is located at one end of the premises away from all the rooms and therefore you’re allowed to to use it for 24 hours a day if you’re considerate, especially at night. Now let’s talk about the restaurant….. Oh my god….we went for the garlic bread as a starter to share and supreme chicken meal and salt & pepper calamari for mains. The quality/ taste, presentation and size of our meals were insane! Everything was just PERFECT 🤩 ….not forgetting to mention the lovely and professional staff at reception and the restaurant that went above and beyond to make us feel very special and welcomed🥰 I will keep this outstanding experience in my mind for a while! You might think this location might a bit out of town maybe but it truly is worth every kilometre and cent!!!! I will definitely stay there again when I have to travel down the east coast again. THANK YOU everyone involved in our fabulous experience and outstanding service from the cleaners to management. 🙏👍 you got 5 stars from us! We’re wishing you all the best...